Getting help

Need a hand? RealSprint is one ticket away. The channels below are how to reach us; the checklist further down is what to attach so we can get to a fix faster.

Support

• Support portal: support.realsprint.com — open a ticket here for any issue. The portal accepts log-file attachments up to a generous size; attach your Logs/ folder for the relevant period plus a Performance Report captured on the same host.
• Slack support: offered to premium customers as part of a support agreement. Slack is invitation-based — RealSprint sets up the channel for you when the contract is signed.
• Email & phone: through the contact details on your support agreement.

When packaging a ticket, include:

1. The Composer version (Help → About → version stamp, or the value at the top of any log file).
2. The host platform and Composer mode (Desktop or Runtime; Windows or Linux).
3. The relevant log files — both the .json and .log formats for the day(s) in question.
4. A Performance Report from the same host, captured close in time to the issue.
5. The smallest reproduction project you can isolate the issue to, where reproducible. A .prj plus its Media/ folder is enough to reproduce on RealSprint's side.
6. Steps to reproduce — what you did, what you expected, what actually happened.